FPO. LifeSize Assurance Maintenance Services. Description of Services. Table of Contents. LifeSize Assurance Maintenance Services 2

Transcription

1 LifeSize Assurance Maintenance Services Description of Services FPO Table of Contents LifeSize Assurance Maintenance Services 2 Overview of LifeSize Limited Warranty 3 Customer Support Services 4-5 Software Only AMS 6 Software Download Authorization 6 Assurance Advanced Replacement Services 7-8 Out-of-Warranty Replacement 8

2 LifeSize Assurance Maintenance Services LifeSize Assurance Maintenance Services (AMS) is a comprehensive set of bundled services that allows CUSTOMERS to extend the life of their LifeSize hardware and software products. LifeSize AMS provides the highest level of investment protection for core LifeSize Hardware and Software products available under maintenance services programs. The LifeSize AMS program includes: Access to LifeSize Customer Support Service Download authorization for LifeSize software updates and upgrades LifeSize Assurance Advanced Replacement Service Resellers are required to sell at least one year of AMS with the sale of any LifeSize product. AMS can be purchased in increments of one year, two years or three years and can be combined in any combination to cover a LifeSize Hardware unit for up to five years from the original point of sale. As long as the CUSTOMER does not let AMS expire, they can purchase AMS for a hardware unit after the original point of sale to cover that unit for up to five years from the original point of sale. CUSTOMERS wishing to purchase services once the initial AMS period for the device has expired will be considered according to the then current LifeSize AMS Renewal Policy and subject to the standard LifeSize recertification fee. Refer to the LifeSize End User License Agreement (EULA) for details regarding the terms and conditions of product use for all LifeSize products. In case of any conflicts of terms between this document and the LifeSize EULAs, the terms of the LifeSize EULAs take precedence. The remainder of this document provides a description of each service component. 2

3 Overview of LifeSize Limited Warranty Software Products LifeSize warrants that the Software will substantially conform to LifeSize s published specifications for 90 days from the date of shipment to the original Licensee by LifeSize or an authorized LifeSize reseller; for this reason, it is critical that the LifeSize Distributor and Partner provide timely, accurate sales-out data as this is the information used to appropriately update the service dates. LifeSize does not provide any warranty whatsoever to any user of the Software subsequent to the original Licensee. LifeSize does not warrant that the Software will be error-free or operate without interruption. LifeSize or an authorized LifeSize reseller will supply, free of charge, updates, patches, bug fixes or replacements of the Software as necessary to correct errors or malfunctions in the Software during the Software warranty period. Any replacement will be warranted for the remainder of the original warranty or 30 days, whichever is longer. This warranty shall not apply to defects other than those that result from the Software materially failing to meet LifeSize s published specifications; defects related to misuse, neglect, accident or abuse of the Software; defects in the Software caused by or resulting from any modification of the Software; or defects appearing when the Software is used in violation of the LifeSize EULA. Hardware Products the original Licensee. During the Hardware warranty period, LifeSize or an authorized LifeSize reseller will, at its option and expense, replace defective Hardware within 15 business days after LifeSize or an authorized LifeSize reseller receives the defective Hardware. Licensee must obtain from LifeSize or an authorized LifeSize reseller a Return Materials Authorization (RMA) authorizing and specifying procedures for the return of any defective Hardware. Products returned to LifeSize or an authorized LifeSize reseller without an RMA will be returned to Licensee at Licensee s expense. All Hardware returned to LifeSize or an authorized LifeSize reseller must be properly packaged with postage prepaid. Replacement parts may contain recycled, refurbished or remanufactured parts equivalent to new parts and are warranted for the greater of the remainder of the original Hardware warranty period or 30 days. This warranty shall not apply to (a) supplies and consumables, (b) Products with original identification marks removed or altered, (c) Products not manufactured by LifeSize, or (d) Products with defects or failures due to disaster, accident, neglect, or misuse; failure or defect of electrical power, external electrical circuitry, air conditioning, or humidity control; use of Products with items not provided or approved in writing by LifeSize; use of the Products in ways other than according to LifeSize s published specifications and instructions; or modifications, adjustments, repairs, or service provided by anyone other than LifeSize or its authorized service provider. LifeSize warrants that Hardware will be free of defects in materials and workmanship and will conform to LifeSize s published specifications for one year from the date of shipment to the original Licensee by LifeSize or an authorized LifeSize reseller; for this reason, it is critical that the LifeSize Distributor and Partner provide timely, accurate sales-out data as this is the information used to appropriately update the service dates. LifeSize does not provide any warranty whatsoever to any user of the Software subsequent to 3

4 Customer Support Services LifeSize Customer Support Services includes access to the LifeSize Technical Services and Support centers globally, including phone support and ticket processing. Assurance Helpdesk Services operates with live phone support Sunday 10:00 PM through Friday 7:00 PM United States Central Time. CUSTOMERS have access 24/7 to web portal case entry and knowledge base access. Emergency on-call support for use when all or a substantial part of CUSTOMER S environment is down is available from Friday 7:00 PM to Sunday 10:00 PM United States Central Time. LifeSize offers two types of Customer Support Services: Partner Assurance Maintenance Services (PAMS) LifeSize Partners authorized to sell PAMS serve as the primary point of contact for CUSTOMER calls. The LifeSize Partner provides direct end user support calls and technical phone assistance to the CUSTOMER at both the Tier 1 and Tier 2 support levels. LifeSize provides advanced Tier 2 and Tier 3 engineering support to Partners directly and CUSTOMERS indirectly. Note: Partner must be authorized by LifeSize to qualify to sell PAMS. Please contact your local LifeSize sales primary point of contact for more information regarding the LifeSize Partner Program and PAMS authorization. LifeSize Assurance Maintenance Services (LAMS) LifeSize Customer Support organization serves as the primary point of contact for direct end user support calls and technical phone assistance. Under LAMS, LifeSize provides Tier 1 through Tier 3 engineering phone support to Partners and CUSTOMERS directly. 4

5 Scope of LifeSize Branded Helpdesk Services LifeSize will utilize commercially reasonable efforts to provide resolution to problems by providing electronic and telephone assistance to the point of contact designated, including: Information gathering Log file analysis Research, including reproducing LifeSize-specific issues Acquiring additional information during the troubleshooting process Providing a resolution or steps toward a resolution Configuration change recommendations Escalation of reported errors to engineering and product groups within LifeSize Communication to CUSTOMER and, where appropriate, the Partner regarding status of CUSTOMER S reported issue Customer Responsibilities To receive support, CUSTOMER is responsible for complying with the following conditions: CUSTOMER must be under valid, current AMS contract. Support for units not covered by a valid, current AMS contract Support when compatibility of the software is in question or the configuration is invalid according to the published specifications for the LifeSize product Third-party peripherals such as displays or control device support Support for products being utilized outside the country from which they were purchased Support for versions of the product older than the most current published LifeSize release or one release earlier (support on older versions is on a commercially reasonable basis) Remote or on-site training services Command line interface integration or scripting Product keys for activation Recovery of lost passwords or CUSTOMER data Support due to accidental or intentional damage by CUSTOMER Any activities not expressly described in this section of the service description Operation of the Hardware or Software outside the guidelines of the LifeSize Hardware and Software EULAs CUSTOMER must provide the serial number of the product for which they are requesting support. The situation presented to the LifeSize support representative is reproducible on a single system. The LifeSize product is on the most current released software version or one release version earlier. The system, including software and hardware, is accessible and available to the Partner or customer representative requesting assistance during any telephone discussions. The representative will follow the instructions and suggestions of LifeSize s support personnel. CUSTOMER must operate the product within the guidelines of the LifeSize Hardware and Software EULAs. Customer Support Services Exclusions LifeSize Customer Support Services will not be provided for the following conditions: 5

6 Software Only AMS Software Only AMS is available as a renewal option to CUSTOMERS who cannot purchase standard AMS renewals. Software Only AMS entitles users to: Access to LifeSize Customer Support Service Download authorization for LifeSize software updates and upgrades Customers covered by Software Only AMS agreements CANNOT return hardware through the RMA process. Software Only AMS CUSTOMERS who encounter hardware failures must replace the unit through one of the following processes: Buy-Back/Trade-In Program Enables CUSTOMERS to trade in existing hardware for a discount on the purchase of new LifeSize hardware units (ask your LifeSize reseller or sales representative for additional details) Out-of-Warranty Replacement Program Enables CUSTOMERS to trade in existing hardware for refurbished hardware replacement units (ask your LifeSize reseller or sales representative for additional details) Purchase of new hardware If a hardware unit is covered under Software Only AMS at any time during the life of the unit, it CANNOT subsequently be covered under standard AMS. Software Download Authorization LifeSize AMS covers all base system software maintenance and upgrades, including all point and major releases of base functionality within the given LifeSize product if the product is under a valid, current AMS contract. For example: Coverage includes upgrades from LifeSize software version 1.1 to 1.2 or from 1.2 to 2.0. Customers under AMS when a major software update is released will receive hot fixes issued under that major release. Major releases are defined as the primary octet and the secondary octet in release software. For example, 4.0 and 4.5 are major releases; is a minor hot fix release. Note: The standard LifeSize Limited Software Warranty (90-day software warranty) does not cover an upgrade of base system capability to more advanced capability beyond standard hot fixes. For example, 4.0 and 4.5 are major releases; is a minor hot fix release. Partners and CUSTOMERS without AMS can only upgrade to the available hot fix for that minor version during the base 90-day period. CUSTOMERS can access software for their products by going to 6

7 Assurance Advanced Replacement Services Assurance Advanced Replacement Services provide expedited shipment of LifeSize products under current maintenance to either the authorized LifeSize Partner or designated end user when LifeSize has issued a Return Materials Authorization (RMA). When a defective unit is replaced under RMA with a replacement unit, all issues regarding AMS coverage on the replacement unit are governed by the original unit. For example, if CUSTOMER purchases an Express 220 unit on April 1, 2014, the unit can be covered under Standard AMS through March 31, If the original Express 220 unit is replaced through an RMA transaction with another Express 220 or any other hardware unit, the replacement unit can only be covered with Standard AMS through March 31, 2019, regardless of when the RMA transaction occurs. Americas RMAs If the RMA is issued before 1:45 PM United States Central Time, LifeSize products under valid, current AMS coverage ship from the designated LifeSize distribution center on the same business day the RMA is issued for delivery the next business day. RMAs issued after 1:45 PM United States Central Time will be shipped the next business day for delivery the following business day. Delivery time and acceptance of goods by the authorized LifeSize Partner or CUSTOMER may vary depending on issues affecting the shipping company and the customs and import process of the country in which the recipient resides. depending on issues affecting the shipping company and the customs and import process of the country in which the recipient resides. APAC RMAs RMAs in the APAC region issued for LifeSize products under valid, current AMS coverage generally ship from the designated LifeSize distribution center on the business day following the day the RMA is issued and are delivered using the fastest shipping option available from the shipper. Delivery time and acceptance of goods by the authorized LifeSize partner or CUSTOMER may vary depending on issues affecting the shipping company and the customs and import process of the country in which the recipient resides. When defective Hardware or Software is returned to LifeSize pursuant to a limited RMA claim, the LifeSize Authorized Partner or LifeSize will pay or ensure the payment of all shipping, duties, taxes and related costs for such shipment to LifeSize and shall bear the risk of loss or damage to such Hardware or Software during shipping to and from LifeSize within the Continental US or the EMEA region. Customers within the Continental US or the EMEA region shall receive services call tags (return equipment tags), which allow for the return of product. EMEA RMAs If the RMA is issued before 1:45 PM Central European Time, LifeSize products under valid, current AMS coverage ship from the designated LifeSize distribution center on the same business day the RMA is issued for delivery the next business day. RMAs issued after 1:45 PM Central European Time will be shipped the next business day for delivery the following business day. Delivery time and acceptance of goods by the authorized LifeSize Partner or CUSTOMER may vary 7

8 CUSTOMER responsibilities when granted an Advance Replacement RMA: CUSTOMER should pack the return merchandise (nonfunctioning original unit) utilizing the RMA Advance Replacement packaging received. Using the UPS return label provided in CUSTOMER S LifeSize Advance Replacement shipment, only the defective part and serial number that were authorized for return should be shipped. Failure to do so may impact and/or interrupt your Service Warranty with LifeSize. The RMA unit must be shipped back to LifeSize within 15 days of CUSTOMER receipt of the Advance Replacement unit. Should CUSTOMER have any delay in meeting this deadline, please alert LifeSize at RMA@LifeSize.com. Note: RMA requests must be processed through the authorized LifeSize Partner where products were purchased from within Asia, Europe, South America, and Latin America. In areas where freight forwarding is required, LifeSize covers the cost of shipment to the freight forwarding entity but not the costs of freight forwarding. Goods that are purchased by CUSTOMER will be shipped to original delivery location. If CUSTOMER moved the original unit to another country or territory, it is the responsibility of CUSTOMER to ship the RMA unit from the original shipping location to the location of use. Unreturned RMAs beyond 30 days of Advance Replacement receipt will result in an Unreturned RMA fee as outlined in LifeSize s price list and described in the LifeSize Partner Agreement. Out-of-Warranty Replacement LifeSize products for which the maintenance period has expired beyond 30 days can be returned for exchange of the product (Out-of-Warranty Replacement) for a fee (refer to the LifeSize price list) if the product is broken or defective. Items replaced under the Outof-Warranty Replacement pricing have a standard 30-day warranty upon receipt (see standard warranty terms). If CUSTOMER purchases an Out-of-Warranty Replacement product, CUSTOMER must also purchase a LifeSize AMS contract for the unit. AMS for an Outof-Warranty Replacement unit can be purchased for a maximum of three years from the original point of purchase. Headquarters Austin, Texas, USA Toll Free US EMEA Regional Office Munich, Germany Toll Free Europe info@lifesize.com APAC Regional Office Singapore Delivering the Ultimate Communication Experience 2014 Logitech. All rights reserved. Information contained in this document is subject to change without notice. LifeSize is the registered trademark or trademark of Logitech. All other trademarks are the property of their respective owners. LifeSize_Assurance-Maintenance-Services_EN_0414